Help Desk Support - Team Lead

Full Time

Nottingham, England, GB

inspHire (part of KCS Group) is a leading provider of hire and rental software to businesses of all sizes, across the globe. With industry experience surpassing 20 years is, inspHire has developed a variety of products that have been designed specifically to allow rental businesses to streamline processes, maximise equipment utilisation and increase profitability.

This team is responsible for providing inspHire software support to customers. This is delivered via email or phone. This is a close diverse Team who are very collaborative.  We have a large bank of resources to train and promote achievement.  The whole team contribute to department goals and everyone makes a difference.  If you do decide to join us there will be a bespoke training package for you to get up to speed.

As a Helpdesk Support Team Lead you will be responsible for supporting a small team within a larger group of 20+ people.  It’s a ‘lead from the front’ post where you will be supporting all of our clients with system issues, upgrades etc.  

Your responsibilities include but are not exclusive to:

• Motivation and leadership of your team.
• Manage the workload between the team, supporting where necessary.
• Dealing with case management, setting customer expectations and assigning daily schedules.
• Ensure team are working to inspHire agreed SLA’s.
• Be the first person and level of escalation for any issues.
• Facilitate training for the team and provide updates to Help Desk Manager on SLA’s and performance.
• Ensure that the team maintain high levels of support to the customers.

Your competencies include but are not exclusive to:

• Customer service focused.
• Confident leader, with the natural ability to motivate and lead a team.
• Decision-maker under pressure.
• Understands priority and urgency of customers business requirements.
• Business/commercial awareness.
• IT Service awareness (you don’t have to be highly IT orientated but need to evidence knowledge of working on operating systems and architecture of servers).   Our ERP system is bespoke so training will be provided.
• Strong communicator.
• Forward-thinking/proactive nature.
• Multi-tasker.

Your job function includes but not exclusive to:

• Case management.
• Regularly review own and Analyst case list, ordering by priority and oldest first.
• Support the team to provide timely updates in accordance to inspHire SLA, as well as your own cases.
• Deliver once a week case reviews.
• Provide an initial response to all incoming queries and a case number in that instance.
• Ensure consistent, meaningful, high quality updates in accordance to the inspHire SLA.
• Be the first level of escalation, leading by example and setting the customers’ expectations.
• Incident management.  
• Provide weekly reporting and report back to Helpdesk Manager.
• Develop the team in training and development, supporting them in the ability to reach their full potential
• Managing daily rotas to ensure the desk is covered at all times.

inspHire core values:

Empathy, patience and understanding

Proactivity

Promote a positive, “no blame” attitude

Work towards and in line with the company mission statements and goals

Join the inspHire family! Apply for this role today.